Customer Success Lead

📋 Description

• Help define customer segmentation and portfolio structures, prioritize accounts based on value and
• Guide new customers from initial signup to successful platform adoption, establish consistent usage
• Monitor customer health indicators, including product usage, outstanding issues, and engagement
• Lead conversations with customers considering cancellation, understand their concerns, identify
• Develop and optimize the tools, workflows, playbooks, and processes that enable the team to manage
• Identify opportunities to use AI tools and automation to streamline routine activities, analyze

🎯 Requirements

• At least 4 years of experience in Customer Success, Account Management, Implementation, or Customer
• Demonstrated experience using AI tools to improve operational efficiency, automate workflows
• Experience developing or improving customer success strategies, including customer segmentation
• Strong understanding of customer health indicators, retention strategies, onboarding processes, and
• Experience mentoring colleagues, leading projects, or demonstrating a clear motivation to develop
• Strong analytical skills, with the ability to interpret customer usage data, identify patterns

🎁 Benefits

• Fully remote opportunity based in South Africa.
• Opportunity to join a profitable and growing SaaS business.
• Potential to build and lead a dedicated Customer Success team as the function expands.
• Significant autonomy to shape customer portfolios, operational processes, tooling, and customer
• Work alongside an AI-oriented engineering team and explore innovative ways to automate and improve
• Gain exposure to different areas of software business operations, including product development